Lisa Farnham
Senior Manager, Training and Training Labs at Blue Cross Blue Shield of Massachusetts
- Role
- Customer Service and Sales Support Manager at Harvard Pilgrim Health Care
- Location
- Dedham, MA, US
- LinkedIn followers
- 500 followers
About Lisa Farnham
A strategic, dedicated and creative training and development manager with twenty years of training and health care industry experience. Skilled in ADDIE - training needs analysis, designing innovative curriculum, developing and implementing successful training programs, coaching for improved performance and evaluating program results. Specialize in delivering and managing member and provider customer service training programs. Recognized for ability to partner with senior business leaders to develop customized solutions.
Experience
Customer Service and Sales Support Manager
Jan 2008 — Present · Quincy, MA, US
Responsible for managing Administration, Quality Monitoring, Training and Web Solutions functions while overseeing team of 11 professionals.•Achieved #1 Customer Satisfaction scores for 10 years in a row by constant evaluation and re-design of new hire learning experience. Introduced Training Lab environment, Learning Assessments, New Hire Summary, Call Observation and other changes to enhance training curriculum.•Partnered with Customer Service and Sales leadership to drive staff engagement and satisfaction by developing and evaluating a variety of communication, training and/or web solutions.•Served as liaison with cross functional work teams, key stakeholders and subject matter experts to identify needs, gather information, and design solutions for Customer Service and Sales.•Led Producer Licensing and Continuing Education Program for 80+ person multi state Sales organization and HPHC Preferred Broker partners. This included vendor management, communication with state insurance bureaus regarding compliance issues, and ongoing continuing education support for participants.•Managed two intranet sites on different platforms, Oracle and JIVE. Tools used as single point of reference for all business needs. First department to use new JIVE tool as intranet site platform.
Education
Bentley University
Marketing/Management, Marketing, Management
1984 — 1988
Lesley University
Master of Science (MS), Workforce Development and Training
1993 — 1996
Skills
- Recruiting
- Healthcare Industry
- Human Resources
- Employee Benefits
- Medicare
- Talent Management
- Healthcare
- Project Management
- Performance Management
- Health Insurance
- Leadership Development
- Coaching
- Managed Care
- Organizational Development
- Leadership
- Training
- Customer Service
- Training Delivery
- Insurance
- Process Improvement
- Team Building
- Employee Relations
- Strategic Planning
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